Rygiel Supports for Community Living Complaint Process

Complaint/Concern Resolution for Individuals Supported and Families/Guardians/Advocates

Rygiel Supports for Community Living is committed to maintaining quality and excellence in services.   In order to do this, there must be an established culture of open, supportive communication.   To facilitate communication, people receiving supports and services, their families, guardians and/or advocates must have ways to discuss and bring forth their concerns or complaints constructively.   By providing mechanisms to do this, we can work cooperatively to address and correct issues and/or resolve differences in a timely fashion in accordance to Rygiel Supports for Community Living’s policies and procedures.

• If the complaint or concern is about abuse, neglect or exploitation, MCSS Quality Assurance Measures will be followed which mandates that the situation be immediately reported to the police for investigation.
• The feedback/complaints process will be free of any conflict of interest, coercion, intimidation, or bias before, during or after the review.
• Based on the nature of the complaint or feedback, it will be reported to the Ministry as a serious occurrence through the Ministry’s serious occurrence reporting process

Procedure:

Step 1

If an individual receiving supports and services and/or his/her families/guardian/advocate has an issue or concern regarding supports and services, the issues should be expressed  verbally or in writing or in any other manner that suits that person’s communication style.  The complaint/concern should first be addressed with a support staff, then to the team leader then to the service coordinator.  It is the responsibility of the Support Worker/Team Leader/Service Coordinator receiving the complaint to address the concern and work towards achieving resolution at the time that the complaint is received.

Step 2

If the response from the Support Worker/Team Leader/Service Coordinator is unsatisfactory to the individual, the individual and or his or her family/guardian/advocate, with assistance as needed or requested can call the “Telephone Complaint Line.” This is NOT an emergency number.  People can leave a message on a voicemail and will be responded to within 72 hours.  The number is (905) 525-4747 ext.  355.   A message describing the complaint can be sent anonymously, however if the individual supported/family /guardian/advocate is looking for a response and resolution to the complaint, then they must provide their contact information when submitting the complaint in the complaint line.

Step 3

The Director of Community Supports or his/her designate is responsible for checking the Telephone Complaint Line daily and the person leaving the complaint will be responded to within 72 hours.  It is the responsibility of the Director of Community Supports or his/her designate to look into the complaint/concern and work towards a resolution reporting back to the person reporting the complaint within 5 business days.  It should be noted that some situations may require a longer period of time to work through however, communication back to the person with a status update will be provided within 5 business days.

Step 4

If the response from Step 3 is unsatisfactory, the individual receiving support, family/guardian/advocate can contact the Executive Director or his/her designate.  The Executive Director or his or her designate will review and respond to the complaint/concerns raised within 10 business days of receiving the complaint.

Step 5

If the response from Step 4 is unsatisfactory, the person receiving supports and or his or her family/guardian/advocate can contact the President of the Board of Directors requesting further action through the Board of Directors.  This can be done by communicating this to the Executive Director who will in turn advise the President of the Board.  A meeting will be arranged between the President of the Board, the Board officers, and the appropriate parties within fifteen (15) working days.   The President and the Board officers will render a final decision and notify the individual in writing within fifteen (15) working days.